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About

I am a highly motivated Business Analyst, carving out my skills across 2 industry sectors; Financial Services and Technology (Mobile applications, SaaS web applications and APIs). I have experience working with teams from a wide range of backgrounds and geographical locations and have a track record in product and process analysis, stakeholder management and requirements elicitation.

In the last 10 years I have been involved in the creation of many products and process changes, in the process making many clients and stakeholders happy. I am resourceful, a problem solver, commercially aware and I'm available to transfer all of my experience to a great organisation with customer centricity at its core.

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2 Stewart StreetMilngavie, Glasgow, G62 6BW

Around the Web

About Hungry Byte

Hungry Byte is an experienced Business Analyst with a passion for improving business processes and implementing positive change.

Process Improvement - Credit Card Charge-Backs

The Challenge: Financial analysis uncovered an obvious volume of credit card charge-back’s were occurring. ‘As is’ process mapping identified there was opportunity to develop new processes to potentially reduce or recoup revenues.

The Action: I interviewed members of the business team and support team and analyzed customer data to identify why charge-backs happened and to map an ‘as is’ process. The interviews took place over voice call and IM due to the distribution of stakeholders involved.

Adopting Keep on-side and Keep satisfied stakeholder engagement strategies, I used the distilled information from my analysis to build a ‘to be’ process. This involved introducing a structured flow of communication to engage with customers with the aim of reducing charge-backs.

The Result: The re-engineering of the credit card charge-backs process resulted in a reduction in charge-back refunds by 20%.

Client:
Banckle

Date:
Q2 2014

Service:
Business Analysis

Requirements Elicitation - CRM System

The Challenge: I was requested to gather and define requirements for an internal CRM product. No CRM system was in use by the sales and business teams. An end user MVP version was already available. The intention here was to ensure the product was focused on internal needs in the first instance.

The Action: I conducted stakeholder analysis to priorities and understand stakeholders. I conducted interviews with the business teams / sales teams from each business area to obtain insight into sales processes. I also engaged in document analysis and observation by shadowing, where I was taught sales processes and engaged in sales duties to better understand the day to day activities.

From this I was able to build a list of requirements. I prioritised these requirements based on the output of my analysis and validated the requirements with the Business team Associate Director.

I then added these prioritised requirements to the product backlog in JIRA. The development team followed Agile development methodology.

I continued to use observation to identify new requirements while using the new CRM system.

The Result: Features were added to the internal version in priority order. A live testing version was released which contained high priority items only and was initially rolled out to two business teams to trial. There was no adverse feedback on the initial release for trial, which indicated that I had elicited and prioritised requirements appropriately.

What I learned: Knowledge gained through actively engaging in sales activities proved exceptionally useful in identifying possible points to introduce automation features that had not been picked up during discussions with business teams. For example; email automation, using pre-defined email templates (click and send), etc.

Client:
Aspose

Date:
Q3-Q4 2014

Service:
Business Analysis

Agile Business Analysis - Mobile Application Development

The Challenge: The organisations external customer requested requirements specification, build and delivery of a live version 1 release of a fan application on both iOS and Android platforms within a 4 month window. In this project stakeholders were spread geographically over 4 countries.

The Action: I used investigation techniques to gather customer requirements from the customer, RaboDirect Pro12 League, translating these into functional specifications for development teams in Australia and Ukraine.

I worked closely with the technical lead/product owner in Australia, to create and prioritise the product backlog. An output of this being a roadmap for the customer, highlighting key milestones and version releases.

Agile development methodology was adopted. In the first instance, features for a Minimum Viable Product (MVP) were specified and entered into sprint plans as appropriate. Requirements gathering continued during this iterative process and post version 1 deployment, adding and tweaking features based on feedback and new requests.

Communication strategy was key during this project due to the distribution of stakeholders. I made myself available on Skype and phone when required to talk or if require, travel to meet face to face with stakeholders.

The Result: Negotiation with the customer, managing stakeholder expectations appropriately and influencing the product backlog for the project meant a version 1 release of the product was delivered on time and within budget, while future iterations were delivered with
prioritised features.

Certifications

Additional Talents

Having originally graduated from university with BA (Hons) in Marketing (2:1), I understand the commercial aspects of any business well. Marketing is an art, as they say, but it can also be a science.

Being quick to understand and respond to user trends pays off. I am competent in using tools like Google Analytics to understand your website visitors from a statistical viewpoint and the effects of changes to your web pages.

I conjunction with this, I have the abilities to engage in other marketing activities such as creative writing, planning and design.

Working with development teams since 2008, I have also had extensive exposure to the full software development lifecycle and following Agile Development methodologies. My self learning programming fundamentals, includes learning markup and object orientated programming languages Python and Ruby at a basic level.